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Unified Reasoning Engine
A major upgrade to the AI architecture is rolling out over the course of February. The unified Reasoning Engine replaces multiple channel-specific systems with a single, shared intelligence layer across Voice, Messaging, and Email.
What’s new
- Faster FAQ responses: Simple questions and chitchat in Messaging now receive faster responses.
- Improved language detection: More accurate language detection in Messaging and Email channels.
- Multi-message support: Messaging users can send multiple messages in succession and receive a single, coherent reply.
- Coaching on Voice: Coaching is now applied to Voice conversations.
- Playbooks on Voice: Playbooks can now run in Voice conversations. Performance optimizations for Voice are ongoing—talk to your Customer Solutions Consultant about the right timing for your use cases.
Rollout timeline
The unified Reasoning Engine will roll out gradually throughout February 2026, starting with 1% of customer conversations the week of February 2. No action is required—the upgrade will be applied automatically.
Preparing for the rollout
Voice customers: Review your existing Playbooks and Coaching items. If you don’t want certain Playbooks or Coaching available in Voice, add an availability rule (channel ≠ Voice). If you’re planning to deploy Playbooks on Voice, a phased approach is recommended—your CSC can help you evaluate which Playbooks are ready now and which may benefit from upcoming performance improvements.
Why this matters
This foundational upgrade delivers more consistent AI behavior across all channels, reduces response latency for straightforward inquiries, and enables Voice customers to benefit from Coaching and Playbooks for the first time.
Same-thread email replies for Zendesk Ticketing handoffs
With the SMTP Connector configured, human agent replies to email conversations escalated via the Zendesk Ticketing block can now continue in the same email thread as the original end-user conversation. This provides a more consistent experience for end users and reduces confusion caused by broken or split threads.
Requirements:
- The SMTP Connector must be configured for this behavior.
- Without the SMTP Connector, human agents must use a different email address than the AI Agent’s BYOD address, and replies are sent in a separate thread.
- If using the Ticket Recipient field with a different email address than the AI Agent’s BYOD address, SMTP must be configured for both addresses. Both addresses must be on the same domain.
Learn more about configuring Zendesk Ticketing and the SMTP Connector.
